Mspa News

Monitoring Feedback Through Twitter

Dec 13, 2010 by Confero Inc.

Customers express their dissatisfaction with companies in many ways: in person, via customer satisfaction surveys, or through email.  But how do companies address customers who voice their negative opinions online without communicating complaints directly to the business?   If you’re AT&T, you seek out unhappy customers who vent elsewhere.  New software allows AT&T to monitor what customers say via Twitter.  With the software, AT&T managers gain additional data on customer complaints and put solutions into action faster.

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Confero CEO Elaine Buxton Finishes Year as President of Industry Association MSPA

Jan 13, 2011 by Confero Inc.

As 2010 came to a close, Elaine Buxton completed her term as President of the Mystery Shopping Providers’ Association (MSPA), North America.    Elaine has been involved with MSPA since its beginning in 1998. Confero was a charter member of the organization.

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MSPA Gold Certification Workshop to be held March 12, 2011 in Irvine, CA

Feb 03, 2011 by Confero Inc.

The Mystery Shopping Providers Association (MSPA) has scheduled a Gold Certification workshop in Irvine, California!  The cost of the workshop is $125 and it will be taught by Cathy Stucker, author of the Mystery Shopper's Manual and she has also contributed to our Shopper News blog.  There will also be several representatives from various MSPA member companies.  This is the first of four scheduled MSPA Gold Certification workshops for 2011.  So if Irvine, California is not convenient to you, watch for additional dates and locations soon!

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Smartphones and Mystery Shopping

Feb 04, 2011 by Confero Inc.

Do you have a Smartphone or are you considering buying one? If so, check out these tips we have compiled from various mystery shoppers about how they use their Smartphones to make mystery shopping easier.

  • Download the shop guidelines to your Smartphone and review them just before the mystery shop so they are fresh in your mind!
  • Use the navigation function for specific directions to and from mystery shop locations. However, be sure to double check the address of the mystery shop in your Shop Log prior to leaving for the shop!
  • Almost all of Confero's mystery shops require mystery shoppers to upload validation. The validation could be a business card, receipt, or signed confirmation form. After conducting a mystery shop, shoppers could take a minute to take a clear picture of the validation. This could help eliminate the possibility of losing the validation in your car or home. However, make sure you take a clear picture! You could also use the camera function on your Smartphone to take pictures during audits. Then just email the pictures to yourself and you can skip the step of downloading pictures from a digital camera.

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Confero Wins Stevie Award

Mar 03, 2011 by Confero Inc.

We are pleased to announce that Confero was recently named winner in the Stevie Award category, “Customer Service or Call Center Consulting Practice of the Year.”   Confero learned that it was a contender for the award last month, and the final results were revealed on Monday, Feb. 21 at the Eden Roc Renaissance Hotel in Miami Beach, Fla.  This award is particularly meaningful to Confero’s customer service team because it recognizes the team’s delivery of quality solutions in 2010, including many which involved quick turnaround times and tough requirements.

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